iPad Troubleshooting Guide – First Steps

Here is an explanation of the some of the common steps to take when troubleshooting issues on an iPad.


Relaunch

If you are having trouble with a particular app, try quitting out of and re-opening the app.

How to Quit an iPad App:

  • Double-tap the Home button to bring up a list of all open apps
  • Swipe left or right to scroll through the list
  • Swipe up on the troublesome app to quit out of it
  • Tap the Home button to return 

Restart

Restarting your device is a simple step that can alleviate a lot of frustration and take care of many issues. It should be the first step taken in troubleshooting any issues.

How to Restart an iPad:

  • Hold down the Sleep/Wake button on the top of the device until you receive a slide bar at the top of the screen
  • Slide to shut down the iPad
  • After 20 seconds, power on the device by holding the Sleep/Wake button down again
  • A hard reset can be performed by holding down the Sleep/Wake button and Home button until the device resets
    Note: When resetting, let go of the buttons after the white Apple logo appears

Restrictions

Parental Restrictions in place can lead to a variety of unique issues.  For example, if Apple Safari or the Camera are disabled they will no longer show up as options for a student to select.  This is a great place to look if there are strange issues impeding normal function.

How to Disable Screen Time:

  • To find out if restrictions are in place go to Settings Screen Time
  • If Screen Time is enabled you will see a view similar to the one below, with a Turn Off Screen Time button at the bottom
  • If restrictions are enabled, the parent must be contacted to find out which restrictions are in place and why
  • Some restrictions will interfere with access to digital curriculum
    Note: To learn more, click herescreen shot of Screen Time enabled

Reinstall

Sometimes an application may show as installed but it just does not function properly.  When this happens it can help to reinstall the application.

How to Reinstall an App:

  • Uninstall the app by touching the app’s icon for 2-3 seconds
  • A pop-up menu appears
  • Select Delete App
  • Select Delete in the confirmation pop-up window
  • Reinstall the app as you normally would using Self Service or the App Store

Reset

Within iPadOS there are a few resets that can be utilized to troubleshoot different issues.  These can be found under Settings GeneralReset.  Some of these resets will require the Restrictions passcode in order to complete. If Parental Restrictions have been implemented and the device has to be reset to factory settings, the parents of the student will need to be notified to re-instate them.

iPadOS Reset Options:

  • Reset All Settings resets all device settings, but will leave installed Applications/Profiles intact
  • Erase All Content and Settings will reset the device to factory defaults, removing all settings and applications installed on the device
    • This is a complete reset and will need to go through standard setup steps again for it to be used in the district
    • Only use this if there is no other option or other options have not worked
  • Reset Network Settings will reset all settings related to connecting to the network
    • This is helpful if there are issues staying connected to the WiFi or other network related issues

Note: If you are unable to access the device settings you can put the iPad into Recovery Mode.  This will allow you to reset the device to factory. Check out this Apple Support Article on how to Reset iPad using Recovery Mode.